Search form

Search form

Customer Strategies

Unlock the moments that power customer relationships

Customers are the most important asset for any business and can have many different experiences with your company on a daily basis. All unique moments that can make or break their relationship with your brand.

So how do you unlock the moments of extraordinary potential? The ones that deepen customer loyalty and deliver a bigger ROI.

We help you identify, optimise and activate the moments that create positive and sustainable emotions along your customer journey.

TRI*M HiPO (High Performance Organisation) is a comprehensive employee research framework that monitors your organisational performance. It identifies your strengths and priority improvement areas to help you drive engagement and create business success.

How we’ve helped our clients

Drive customer spend through improved service

The issue

An automotive manufacturer in Germany sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

Fight churn through customer centricity

The issue

A leader in telecommunications network equipment and services in Germany was losing revenue and customers from an important B2B segment. The business had limited budget to address the issue, putting its growth strategy at risk.

Our approach

The insights

Customer retention levels were low - much lower than the competition and among the bottom third of the TRI*M database. Results showed an urgent need to clarify the responsibilities of sales and project management. Employees overestimated their performance and underestimated the need to deliver better customer service.

The impact

Delivery improvements at key customer touchpoints generated an estimated value to the business of over €35 million through significant churn reduction, increased average spend and customer advocacy.

The connected world has pushed touchpoints to the centre of the planning universe. From acting as brand builders to sources of insight, touchpoints represent the biggest challenges and opportunities facing marketers today.

socialTRI*M

Find out how we combine the authentic voice of the customer from social media with the robust, strategic direction of survey data to inform successful customer strategies